Experience Guest & Owner Relations Manager
Hemel Hempstead, Hybrid (3 days/ week in office)
Annual salary + bonus and benefits
At Haven, every guest and owner experience matters. As our Guest & Owner Relations Manager, you’ll play a strategic role in protecting our brand and strengthening loyalty by leading the end-to-end resolution of large, high‑risk complaints with care, pace and sound commercial judgement. This is a high‑impact, leadership role where insight, collaboration and strategy come together to shape how we listen, respond and continually raise the bar for our guest and owner experience.
Acting as a trusted strategic expert, you’ll set the standard for service recovery across our parks, Contact Centre and Support teams—working closely with Park General Managers and senior stakeholders to drive brand consistency, first‑time resolution and meaningful improvements.
What you will be doing:
- Leading the strategic organisation, prioritisation, and resolution of high‑risk, escalated guest and owner complaints, ensuring timely, expert handling of complex cases while promoting a first‑time resolution culture that balances satisfaction with commercial integrity.
- Developing and maintaining the service recovery framework, ensuring consistent policy application, regulatory compliance, and acting as the subject‑matter expert on complaint handling and dispute resolution.
- Building strong relationships with key stakeholders across Parks, Central teams, and commercial functions to coordinate rapid decision‑making and aligned responses to guest and owner issues.
- Delivering insightful reporting and analysis on complaint trends and root causes, driving continuous improvement, risk mitigation, and strategic input into the guest experience and seasonal planning.
- Providing people leadership for the Guest & Owner Relations team, fostering capability development, consistent service recovery standards, and supporting training across Parks and Central teams.
What we’d like you to bring:
- Strong understanding of guest experience, audiences, and broad knowledge of all functions and their interdependencies.
- Proven people leadership skills, including coaching, performance management, and stakeholder engagement at senior leadership levels.
- Demonstrable experience handling complex, escalated, and high‑risk cases, with excellent problem‑solving, negotiation, and communication skills.
- Significant hospitality industry experience, especially in guest services or front office roles, with an analytical mindset and the ability to use data for continuous improvement.
- Comfortable working in a multi‑site or matrix organisation, with previous line‑management experience and the ability to remain calm, resilient, and decisive under pressure.
- Experience in a central role where you have coached regional teams on guest experience is highly desirable.
Benefits:
- Holiday Buy Scheme
- Annual bonus
- Generous discounts on Haven and Warner Hotels holidays for you, family and friends
- Access to the Bourne Leisure corporate box at the O2 Arena, London
- Exclusive discounts with corporate partners
- Learning and Development opportunities such as Apprenticeships and Degrees
- Enhanced family‑friendly policies and pay (eligibility criteria applied)
We’re part of an award‑winning Bourne Leisure family, which includes Haven & Warner Hotels. We have 9,000 fantastic team members and 39 beautiful seaside locations and our HQ based in Hemel Hempstead.
#J-18808-Ljbffr”, “datePosted”: “2026-04-28”, “hiringOrganization”: { “@type”: “Organization”, “name”: “Haven”, “sameAs”: “https://uk.whatjobs.com/pub_api__cpl__415849907__4861?utm_campaign=publisher&utm_medium=api&utm_source=4861&geoID=33678” }, “jobLocation”: { “@type”: “Place”, “address”: { “@type”: “PostalAddress”, “addressLocality”: “Dacorum” } } }Experience Guest & Owner Relations Manager
Hemel Hempstead, Hybrid (3 days/ week in office)
Annual salary + bonus and benefits
At Haven, every guest and owner experience matters. As our Guest & Owner Relations Manager, you’ll play a strategic role in protecting our brand and strengthening loyalty by leading the end-to-end resolution of large, high‑risk complaints with care, pace and sound commercial judgement. This is a high‑impact, leadership role where insight, collaboration and strategy come together to shape how we listen, respond and continually raise the bar for our guest and owner experience.
Acting as a trusted strategic expert, you’ll set the standard for service recovery across our parks, Contact Centre and Support teams—working closely with Park General Managers and senior stakeholders to drive brand consistency, first‑time resolution and meaningful improvements.
What you will be doing:
- Leading the strategic organisation, prioritisation, and resolution of high‑risk, escalated guest and owner complaints, ensuring timely, expert handling of complex cases while promoting a first‑time resolution culture that balances satisfaction with commercial integrity.
- Developing and maintaining the service recovery framework, ensuring consistent policy application, regulatory compliance, and acting as the subject‑matter expert on complaint handling and dispute resolution.
- Building strong relationships with key stakeholders across Parks, Central teams, and commercial functions to coordinate rapid decision‑making and aligned responses to guest and owner issues.
- Delivering insightful reporting and analysis on complaint trends and root causes, driving continuous improvement, risk mitigation, and strategic input into the guest experience and seasonal planning.
- Providing people leadership for the Guest & Owner Relations team, fostering capability development, consistent service recovery standards, and supporting training across Parks and Central teams.
What we’d like you to bring:
- Strong understanding of guest experience, audiences, and broad knowledge of all functions and their interdependencies.
- Proven people leadership skills, including coaching, performance management, and stakeholder engagement at senior leadership levels.
- Demonstrable experience handling complex, escalated, and high‑risk cases, with excellent problem‑solving, negotiation, and communication skills.
- Significant hospitality industry experience, especially in guest services or front office roles, with an analytical mindset and the ability to use data for continuous improvement.
- Comfortable working in a multi‑site or matrix organisation, with previous line‑management experience and the ability to remain calm, resilient, and decisive under pressure.
- Experience in a central role where you have coached regional teams on guest experience is highly desirable.
Benefits:
- Holiday Buy Scheme
- Annual bonus
- Generous discounts on Haven and Warner Hotels holidays for you, family and friends
- Access to the Bourne Leisure corporate box at the O2 Arena, London
- Exclusive discounts with corporate partners
- Learning and Development opportunities such as Apprenticeships and Degrees
- Enhanced family‑friendly policies and pay (eligibility criteria applied)
We’re part of an award‑winning Bourne Leisure family, which includes Haven & Warner Hotels. We have 9,000 fantastic team members and 39 beautiful seaside locations and our HQ based in Hemel Hempstead.
#J-18808-Ljbffr…